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On the Socialness of Software

Conventional software engineering processes are rather transactional and lack a common theory for the involvement of users and their communities. Users are regarded as pure consumers, who are, at most, able to report issues. In the age of easy knowledge access and social media, discounting the users of software might threaten its success. Potentially valuable experiences and volunteered resources get lost. Frustrated users might even meet in social communities to argue against the software and harm its reputation.
The goal of this research is to revolutionize the role of users, dissolving the boundaries to software engineers. We propose a novel framework for increasing the software socialness, being the degree of user and community involvement in the software lifecycle. Our framework consists of a benchmark, a process, and a reference architecture. The benchmark includes metrics for assessing and monitoring software socialness. The process enables engineering teams to systematically gather and exploit user feedback in the software lifecycle. The context aware reference architecture integrates social media into software systems and the engineering infrastructure. It observes users’ interactions while they use the software and proactively collects in situ feedback.
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Measuring User Involvement ContribuHon Quality How is the quality of the contribu9on? 2 ContribuHon 1 Explicitness ContribuHon Is the contribu9on Means Individual explicit (intended) or Metrics implicit? Is the contribu9on integrated into the work environment? 3 4 ContribuHon Time Does the contribu9on occur during the user tasks? 16

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Measuring Community Involvement Community Size How many members does the soRware community have? Community 2 AcHvity 1 How is the Community communica9on AWracHveness Community Community volume and topic Metrics Metrics How is the ra9o of varia9on in the member gain and community? member loss? 3 4 Community Interweaving How is the ra9o of contributors in the whole community? 17

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Uniﬁed Interface for User Feedback SNAIL Feedback Report Provide feedback Use this form to report on your experience. I did not understand the export dialog. It said export to, but instead it only saved the document to the speciﬁed folder. Tag your report Use tags to help other users find your report and to help engineers understand your experience. export, usability, difﬁculty Mark similar reports SNAIL has found reports that are similar to yours. Help to focus by selecting relevant similar reports. Show similar reports Share with the community I agree to make this experience report public to create awareness about my experience in the community. Context information included This report will contain additional context information that helps to understand your experience. Show additional information 30

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Example of Community Center FuncHonality SNAIL Feature Requests Influence future directions On this page you can request new features and vote on existing ones. Request new feature Creator: 1746 Add a PDF export feature. Currently files can only be saved in the proprietary SNL votes format. Interchange with other platforms would be a very Dennis !"# important feature. Add comment View comments (17 features) Creator: 1031 It would be helpful to be able to compare two documents. Currently this is only possible using a workaround. votes Walid !"# Add comment View comments (19 features) 32

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Example of User Feedback Analysis SNAIL Social Analytics Documentation statistics This page shows statistics about the documentation of SNAIL written by users. Documented Features 2000 1000 April 2011 May 2011 June 2011 July 2011 Visualization options Overall statistics By component 33